Hello dear community members,
We have categories and urgencies attached to those categories as it is descirbed in the floowing KB article, and escalation working as it should. However, I want urgency to decrement just like it increments when changing the category. Is it possible?
How escalate urgency works with special handling c - CA Knowledge
Did you tried estou enable Automatic Priority Calculation, enable "Override Urgency" and set "Urgency Increment" to -1?
Maybe this could help.
The following OOTB Action Macros exist:
You could mimic the first one and have it do the opposite or just set it to whatever lower value using the rest, probably via an attached event or spel-code
Did the information provided by Brian help?
If so, please mark Brian's answer as correct so that this thread can be closed.
Hello Paul,Brian and Andrade,
It seems that it can only be done by adding a spel-code as Brian suggests. Thanks for the help.